Experience Summit 2025
ServiceNow is thrilled to announce its Biggest Premier UX Event, Experience Summit 2025!
Hyderabad 18th July | Bengaluru 25th July
Welcome to ServiceNow Experience Summit 2025
An annual one-of-a-kind event for professionals across User Experience Industry to come together, network, learn and share best practices to create world class applications that are user-friendly, visually beautiful, inclusive accessibility, supercharge productivity, and emotionally resonate with our user base.
Discover our passion for innovation and product experiences that people love. Learn from our diverse team of Designers, Researchers, Writers, and Program Managers who are passionate about understanding and meeting user needs.
Engage in dynamic discussions with fellow enthusiasts and visionary minds. This is your perfect chance to swap stories, tackle challenges, and absorb the collective intelligence of the ServiceNow community.
Listen to our leaders as they unveil their bold visions for the future of ServiceNow and the transformative influence of AI on the industry. Gain the strategic insights you need to shape your career's journey.
Dive into the latest and greatest goings-on at ServiceNow with engaging, content-rich sessions led by top industry experts and strategic partners. Discover the latest features, uncover best practices, and hear real-world success stories that will empower you to elevate your game.
Experience a one-of-a-kind zone that showcases the innovation, creativity and thought leadership. Engage with our teams to learn the recent strides we've made in the field of AI.
8:00 AM To 9:00AM - Registration
Kick off the day by checking in at the registration desk. Attendees will receive their event badges, welcome kits, and have the opportunity to network over light refreshments before the sessions begin.
9:30 AM To 10:00 AM - Keynote by Anand Tharanathan | GVP, Product Research and Insights
Join Anand Tharanathan as he sets the tone for the day with a visionary keynote. Expect insights into emerging trends, innovation in product thinking, and the strategic direction shaping the future of our work.
10:00 AM To 10:30 AM - Talk by Efrat Orkin | VP, Design
Efrat Orkin will share a compelling talk focused on design leadership, user empathy, and the evolving role of research in product development. A must-attend for those passionate about user-centered innovation.
10:30 AM To 11:00 AM - Fireside Chat with Pinkesh Shah | Founder & CEO of DelightLoop
Join Garima Arora - Manager, Design Program Management as she moderates a dynamic fireside chat with Pinkesh Shah, a seasoned Silicon Valley investor and Founder & CEO of DelightLoop. With over 25 years of experience in product leadership across startups and global enterprises, including roles as Chief Product Officer at Qualys and VP of Product Management at McAfee, Pinkesh brings a wealth of insight into building products that matter. This session will explore his journey, lessons in scaling innovation, and the future of product excellence
11:00 AM To 11:30 AM - Coffee/ Networking Break
Take a break to grab coffee, connect with peers, and reflect on the morning’s sessions. A great opportunity to build new relationships and exchange ideas.
11:30 AM To 1:00 PM - Workshops
Choose between hands-on workshops or a leadership-focused track. Workshops offer practical tools and techniques, while the leadership track features talks on influence, strategy, and career growth.
Ideal For:
Designers, PMs, Developers, and students interested in the future of human-AI collaboration
Led by Anushka Srivastava, Staff Product Designer on the Seismic Platform Team, this interactive workshop explores how to design AI systems that act with autonomy while staying aligned with human goals. Participants will work in small groups on a relatable challenge—like planning a holiday for their grandparents—to design multi-agent conversations. Through persona creation, goal mapping, and dialogue scripting, attendees will learn how to build agentic AI that feels like a collaborative companion rather than a command executor.
Key Takeaways:
Ideal For:
All attendees—especially designers, researchers, content strategists, and PMs interested in AI innovation
Led by Abhimanyu Tiwari, (R) Staff UX Researcher, this imaginative and practical workshop helps participants explore how Agentic AI can be integrated into real-world workflows. Through playful prompts—like designing an AI companion to help navigate a new city or prepare for life on a new planet—attendees will learn how to identify gaps, craft ideas, and map out meaningful agentic experiences. The session introduces a toolkit and process to help teams move from abstract ideas to actionable use cases.
Key Takeaways:
Ideal For:
Writers, content and product leaders, UX researchers, and anyone curious about data-informed decision-making
Led by Meghana Kancharla, Staff Technical Writer on the SPM Product Content team, this workshop is designed for those who want to turn documentation metrics into strategic insights. Using a real-world case study, participants will explore how to combine content analytics, product usage data, and AI tools to uncover patterns that inform usability, content effectiveness, and user behavior. Through guided exercises, attendees will learn how to ask sharper questions of their data and frame insights that drive product and content strategy.
Key Takeaways:
1:00 PM To 2:00 PM - Lunch Break
Enjoy a delicious lunch and recharge for the afternoon. Use this time to network informally or relax with your team.
2:00 PM - 3 tracks (Product Content | Research | Design)
Select from three parallel tracks:
Ideal For:
Writers and documentation professionals interested in leveraging AI for efficiency and strategic value
Led by Subha V, Senior Staff Technical Writer, this session explores how AI can streamline and elevate the daily workflow of writers. Through practical use cases—like summarizing in-app help, deriving insights from documentation metrics, and correlating content data with support stats—participants will see how AI can shift documentation from a support function to a strategic asset. This session is ideal for writers looking to automate routine tasks and uncover deeper impact through data.
Key Takeaways:
Ideal For:
UX Writers, Content Designers, and Technical Writers transitioning into AI-integrated roles; Product Designers and Conversation Designers exploring human-centered AI experiences
Led by Elizabeth Vemu, Staff Technical Writer, this talk explores how enterprise documentation is evolving from static help articles to dynamic, AI-powered conversations. Drawing from real-world examples at ServiceNow, Elizabeth demonstrates how writers are now designing for intelligent agents—creating content that is modular, retrievable, and responsive in real time. This session highlights how UX writing intersects with AI systems, retrieval architecture, and prompt design to shape the future of enterprise content.
Key Takeaways:
Ideal For:
All attendees interested in the intersection of UX research and AI
Led by Mrini Gorla, Sr. Staff UX Researcher, this session explores how AI is reshaping the research landscape—not by replacing researchers, but by augmenting their capabilities. From participant recruitment and interview analysis to concept testing and storytelling, this session showcases real-world examples and tool demos that demonstrate how AI can reduce operational friction and enhance insight delivery. Attendees will also explore ethical considerations and a framework for evaluating AI tools in research.
Key Takeaways:
Ideal For:
UX Designers, Researchers, Writers, and Product Teams working on or exploring AI-powered experiences
Led by Nikhil Kumar Reddy Yandapalle, Senior UX Researcher, this session introduces the 5Ps Framework—Perception, Processing, Prediction, Proactivity, and Persona—to help UX teams evaluate and design AI agents that often operate behind the scenes. As AI becomes embedded in everything from help desks to copilots, traditional UX methods fall short. This talk explores how to bridge the gap between system logic and user trust through thoughtful research and design, using real-world examples and collaborative insights.
Key Takeaways:
Ideal For:
UX Researchers, Designers, and Cross-functional Teams—especially those navigating innovation, transformation, or new initiatives
In this forward-looking session, Saakshi Yadav reframes UX research as a strategic function—one that shapes product vision, not just validates it. Drawing from a real-world 0-to-1 product case study, she illustrates how research can lay the foundation for clarity and confidence even before a single user exists. This talk is a call to action for researchers and cross-functional teams to embed research early and often, transforming it into a multiplier for innovation and market success.
Key Takeaways:
Ideal For:
Designers, PMs, Design Program Managers, and User Researchers working on or exploring AI-powered enterprise products
Note: This talk builds on a framework developed at Cisco and expanded at ServiceNow.
Led by Abhishek Dhar, Senior Product Designer, this talk explores how to design emotionally intelligent Agentic AI experiences that foster trust, autonomy, and delight in enterprise environments. Drawing from his work at Cisco and ServiceNow, Abhishek introduces frameworks and toolkits that help designers embed delight at behavioral and reflective levels—not just visual. He challenges the notion that B2B design must be dry, showing how thoughtful design can create meaningful, human-centered interactions with AI agents.
Key Takeaways:
Ideal For:
All attendees—especially early-career designers, B2C professionals curious about B2B, product managers, and anyone unfamiliar with enterprise design
In this candid and inspiring talk, Piyush Parimal, Associate Product Designer, shares his personal journey from architecture student to enterprise UX designer. Through reflections on his internship and current role at ServiceNow, he challenges common assumptions about enterprise design being rigid or uninspiring. Instead, he reveals a world where creativity meets complexity, and where design decisions quietly shape how thousands of people work. This session is a celebration of the unseen impact and deep purpose behind enterprise UX.
Key Takeaways:
Ideal For:
Product Designers, Product Managers, and Developers curious about AI-powered products and next-gen interfaces—no prior AI experience required.
Led by Sweekar Shetty, Senior Product Designer on the AI Platform Experience Team, this session explores how multimodal AI is reshaping user experience. From voice and image to audio interactions, Sweekar breaks down the strengths and limitations of each modality and shares actionable UX principles for designing intuitive, human-centered multimodal experiences. With real-world examples and a look at emerging trends, this talk is a must-attend for anyone designing next-gen AI interfaces.
Key Takeaways:
3:30 PM To 4:00 PM - Coffee Break
Grab a coffee and reconnect with colleagues. Reflect on the breakout sessions and prepare for the final sessions of the day
4:00 PM To 4:15 PM - ServiceNow Culture (HRBP) with Ilango AP | Senior Director, HRBP Management and Varun Lalitha | Director HRBP
Varun and Ilango from HRBP share insights into ServiceNow’s cultural values, employee engagement, and what makes our workplace thrive.
4:15 PM To 4:30 PM - Closing Keynote with Anand Tharanathan | GVP, Product Research and Insights
Anand Tharanathan returns to close the day with key takeaways, acknowledgments, and a look ahead at what’s next for the team and the organization.
We are bringing innovation, knowledge, and community to you.
| Full Name | Job Title |
|---|---|
| Abhimanyu Tiwari | Staff UX Researcher |
| Abhishek Dhar | Senior Product Designer |
| Anand Tharanathan | GVP, Product Research and Insights |
| Ananya Garg | Staff UX Researcher |
| Anushka Srivastava | Staff Product Designer |
| Efrat Orkin | VP, Design |
| Elizabeth Vemu | Staff Technical Writer |
| Garima Arora | Manager |
| Meghana Kancharla | Staff Technical Writer |
| Mrini Gorla | Senior Staff UX Researcher |
| Nikhil Yandapalle | Senior UX Researcher |
| Pinkesh Shah | Founder and CEO |
| Piyush Parimal | Associate Product Designer |
| Saakshi Yadav | Staff UX Researcher |
| Subha V | Senior Staff Technical Writer |
| Sweekar Shetty | Staff Product Designer |
Is this event in-person or virtual?
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Novotel Hotel Rd, Izzathnagar, Shilpa Hills, Kothaguda, Hyderabad, Telangana 500084
90/4, Outer Ring Rd, Marathahalli Village, Marathahalli, Bengaluru, Karnataka 560037
